Racquet Club Marketing Playbook: How to Attract, Engage, and Retain Players

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Hello everyone. It’s Ashley with Court Reserve. Um, I love doing webinars and
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I’m super excited because we have a new webinar specialist today. Dylan works on
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our customer support team and Dylan and I were talking about what do customers come in to support with questions about
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and he’s like, “Oh, spicing up their player portal.” So, that’s basically what we named the webinar for today. And
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Dylan, thanks for for pwning up and doing this with me. Absolutely. We’re getting ready to Yeah,
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we’re gonna have some fun today. So, if you’re new to court reserve or you’ve never been on a webinar, let me just go
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over some housekeeping skills. Uh we will record this and we will put this up on the court reserve YouTube channel
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later today. If you have not subscribed to YouTube, I would highly recommend it. That way, if you miss a webinar, you’ll
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get notified that we’ve done a new webinar or any other videos that we may put out because we want to make sure
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you’re educated on how to use court reserve. And we’ve also started a new podcast. It’s called Unscripted. Um so
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I’m interviewing a lot of people in the space tennis and pickle ball and bad mitten and paddle. And so it’s a really
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cool webinar. It’s on Spotify and Apple um to to you can go out and listen to
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it. And I keep them short. I mean nobody wants to listen to an hour podcast. Mine are like 5 to 20 minutes. So we we keep
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it short and fun. Um so let’s get started. Got a few reminders. Um, our
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last two in-person Catalyst events are coming up and you do
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not want to miss this. I am bringing the best staff. Unfortunately, Dylan can’t come. He’s busy that day. But I am
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bringing a ton of great product people um with me to teach you guys. We’ve reduced it to one day. We’re going to
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the West Coast on September 17th, Seattle, near Seattle at a beautiful country club out there. Um, and we’re
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also going to the Northeast, uh, Skilman, New Jersey. um in September as well. Uh so if you’re going to come to
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Seattle, uh we need you to buy your tickets within the next week because by next Monday, we’re cutting off
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registration because we have to know how many people are coming. We’ve got clubs, one club is bringing nine staff members
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and another is bringing seven. They’re all fired up about learning about court reserve. So, it’s really cool. And I
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think at the Seattle one, we’re all going to get together the night before and hang out and network. So, that’ll be a fun uh a fun time as well. And if you
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are up in the Northeast, um we’re coming up, our team’s going to be at the New England Tennis Weekend put on by the
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USA. And then if you’re around Texas, come and see me. I will be at the Rackadex City Series at the Austin
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Country Club in October. Um we love those. Great information. If you need a ticket to the Austin event, let me know.
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I could probably hook you up with a free ticket. Hey, don’t miss if you’re a pickle ball club or facility, pickle
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ball club mastermind. Uh this is probably the last one of this year unless we want to go to Utah and when it’s really cold. Uh but it’s coming up
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in a couple weeks. Um they’ve already got 30 some people going to Utah um from all over the country uh who are going to
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talk about pickle ball. It’s incredible. We love it. Um and we just it’s just great. I mean I love it because now I
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own a pickle ball club uh because we weren’t busy enough at court reserve. So now we have another business. Uh but
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it’s great. you’ll learn a lot and uh it’s a great time. So, a gentle reminder from our product team that the court
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reservation lottery is now released in beta. So, if your courts, if you guys
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are interested in the court lottery reservation system, go out to chat support and say, “Hey, Ashley told me
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that I could have this in my court reserve account.” They’ll turn it on for you. You guys can use it, play with it,
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give us feedback. Because remember, if it’s in beta, it’s not exactly the way we want it. That’s why we want you to
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turn it on and use it. So, reach out to support. They’ll get that turned on for you. And you know, we love ideas. So,
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when you log in as a court reserve admin, up in the top righthand corner beside your name, there’s the little light bulb. So, we are looking for your
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ideas. Uh we have a brand new way of kind of taking all the ideas and really managing them. We have a brand new
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product manager and she is really diving deep into things. And so if you want your idea in court reserve, get it on
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the board soon. Um, and so she’ll probably kill me after this webinar because she’ll be inundated with new
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ideas. But she’s great. Dylan, are you ready to dive in? I’m ready to dive in.
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I think it’s time. Let’s do Let me stop the share here. Sure. Um, and I am ready. And folks, don’t
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forget, we love your questions, but if you’ll put those um over in the Q&A,
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that makes it really easy for me. Dylan’s going to go through everything, but go ahead and put your questions in
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the Q&A and at the end we’ll go over your questions. Um, or find out what the answer is and get back to you later. All
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right, my friend. Let’s go. Perfect. Let’s go. Hey, everybody. I am Dylan. I’ve been with Court Reserve
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since December of last year, and I have absolutely fallen in love. I think it is
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one of the best places I’ve ever worked. And I’ve also fallen in love with the player portal and how it works, how it
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functions, and just the ability that it gives people to be able to um play their
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favorite sport with their favorite people. And so today, I want to make sure that we are setting up your player portal and your homepage to be as best
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as it can be so that people are able to navigate it, understand it, and comprehend it and kind of get a taste of
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who you are as a company and um based on your brand and your logo and everything else like that. So, uh, today I’d like
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to go over a few things and here is a list. Also, full clarity, I’ve never
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done a webinar before. Very nervous, but I’m so excited to be able to share all
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this information with you because it’s a passion of mine and I know that you’re going to be able to benefit from it. So, here’s a list of what we got going on.
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We’re going to uh know how to update your club’s logo and incorporate your logo or brands coloring into your
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homepage. How to update the content in your header and footer. How to create rows and the differences between hero
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and content rows. How to create other pages besides your homepage. How to
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create specific links to a certain event. Uh how to incorporate announcements into your player portal.
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And how all of this on the desktop relates to the mobile view of everything going on. So if we have time, we’ll get
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to those at the very end. But let’s get into the meat and potatoes here. I will go ahead and share my screen
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and we will hop in to this. Let’s see.
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Here we go. Looks great. Awesome. Awesome. Okay. So, we’re on the settings here. And when you’re in the
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settings, if you want to view your portal, you just click view member portal here. And it’s going to take you
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to your portal. Now, this is an example of what I’ve got going on in my portal.
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And up top we’ve got the logo. We’ve got our menu. We’ve got my player name, who I’m logged in as. And then we have some
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content in the middle. At the bottom, we’ve got what’s called the footer, which has your logo, hours of operation,
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a couple other links, hours availability, and link here. And then in the middle, this is the most important
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part in my opinion, is the rows. So each section here, as you can see, there’s a
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big section here, there’s a big section here, and then another one down here.
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Um, these are called rows. Now, there’s two separate kinds of rows. There’s hero
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rows, which have big images with some big bold text and a couple of buttons if
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you want them to be there. And then you have content rows, which are kind of way more versatile and um a little bit more
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complicated to set up, but way more versatile as far as what you want to add. So, in here I’ve got some text, got
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an image, and overall you’ve got this whole um just based on my logo alone,
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I’ve got a simple logo that’s blue and white, and based off that, I’ve been able to spice up my homepage, make all
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of my branding colors all the same, uh and flow together and everything like that. So, you might ask, why is this
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important? Because some of you have a separate website that you use outside of court reserve. Um, at the end of the
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day, even though you have a separate website, it’s always going to be linked to court reserve and your members are
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going to have to jump into court reserve at some point. And so, what you want is for um both your website and your court
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reserve homepage to look as clean as possible so that your members are not confused or anything like that. So,
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let’s hop over into what um your
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homepage might look like as soon as you join Court Reserve. It’s essentially a blank slate. We give you all the
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resources to change whatever you need to. And we start you off simple. Um, but
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let’s go ahead and look into how to change things up. So, I’m going to hop
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in here to my location 2. I’m going to go to settings. And the first place we
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want to go is to portal settings and website. This is where we’re primary
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primarily going to be hanging out today. So, in the website, we’re going to hop over here and go immediately to logo.
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So, uh, court reserve logo is beautiful, but what we want to do is upload our own logo. And when we’re uploading a logo,
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it’s not going to show here until we save, but after we save, it will show here. What I like to do is make logos as
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big and as simple as possible. So, I keep my logo pretty simple with just two colors and I’m filling the space up as
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much as humanly possible so that when I go to the member portal and look at it, it is showing as big as possible so that
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members can see that this is my organization. Um, I’m going to hop back
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in here and keep on going. So, we’re going to go back to the general tab and this is
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where we’re going to u work on our coloring. So let me see if I can find it
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here. Yes. So the very first options are right here. We have the primary background
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color, the primary text color, header footer background color, and header and footer text color. So um what you choose
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to do here is going to be based on uh what you decide, but what I like to do is play around and test out some colors
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that look good for me and look good for my brand and my logo. And so right here
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you have the option of entering a hex number. If you click these arrows, you can also click uh add RGB uh RGB colors.
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And then you can just play around with the color wheel if you want to as well. I’ve already got my personal colors set
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up. And so I’m going to go ahead and add those here. And um once I click save, we’ve got this
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darker blue color for the header and footer. And then for the primary background, it’s a lighter blue. And
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then all of my text colors are going to be white. And so when I hop back into the member portal or the player portal,
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I can see that I’ve got my footer at the very bottom and I’ve got my header at the very top, which is dark blue. And
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then my primary colors. You might be wondering where are those. Um, those are
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going to be on your primary elements of your player portal. So you’ve got the primary buttons here, which have the
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light blue and the white text. And then if I highlight some things over here, you can see that I’ve got light blue
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with white text. And so that is where that is. So we’re going to hop into
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back here to our settings. Oh, one thing when you’re navigating back and forth between the member portal and the admin,
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um it is important that you’re specifying where you are. So I’ve currently got my player portal open here
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and I’ve got my admin open here in the settings. Now, if I try to do anything on the admin side, my system knows that
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I’m currently in the player portal. And so, jumping back and forth can be very tricky. So, I just be very careful when
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you’re doing that and making sure that you’re um going back and telling your system, hey, I’m back in my
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organization. And then I can safely hop into this tab and keep working on things. So, uh, next up under the
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footer, you have the ability to add little icons for your other website, for your Facebook, and for your Instagram.
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Um, what you’re going to want to do is you’re going to want to copy the full link for those from either Facebook,
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Instagram, or your website, and leave them here. What I see a lot of organizations do is just leave um the
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very first portion of their link. Um, so it could be like myebsite.com.
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And then if they leave it here, um the link won’t actually work properly. It
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needs to be the full and absolute link with this little section um starting it off. And then I want to show my hours of
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operation in my footer. And once I do this, I’ll save, hop back over to my
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member portal, and at the very bottom now I have these icons here with my website linked, my Facebook, and my
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Instagram. And how you’re going to get those links is by simply going to those pages yourself and copying the links up
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top. I just randomly chose this link just to fill it in for um example sake,
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but if you fill those in properly and click them, they should take you to the appropriate pages. Also, I’ve added my
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hours of availability down here in the footer. Um, and we can also add some
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other links in the footer as well, but we’ll get to that later. So, we’re going to hop back into our admin here.
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and we’re going to start working on our rows. So, rows are the building blocks
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of websites. Essentially, you’re going to have your header at the top and your footer at the bottom. And all of the
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rows are going to be like the little Lego blocks in between. And so, with within a web page, uh you have to have
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rows to fill out your content. So, I have a few rows here already built, but I want to walk you through what building
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a row looks like. So again, we’re in the settings and we’re in the website settings here and we’re going to go to
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the rows tab. If we go to create row, it’s going to give us the option to add us a title. So I’m just going to call
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this row one. And we’re going to start with a hero row. Um the hero row, as we
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mentioned, has a big image, has some buttons, and a little other features that you can add as well. Um, within
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rows and within pages in general, you have the option of display type, which is really cool because you can make
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things really versatile um by only displaying to anonymous users or logged
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in users or both. If you want to, you can add three of the same rows or or six
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different rows to your homepage. Some that are showing to loggedin users and some that are showing only to logged out
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users. and you can have two completely different homepages based on if your players are logged in or logged out. So,
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I think that’s a really cool um use case, but we’re going to keep that as all in this case, and we’re going to
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continue. So, um buttons are really important because they allow you to link your players to
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specific pages um that they might have a hard time finding. Um, and the use cases
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will come up a little bit better later on, but I’m just going to fill in some examples here as I’ve got upcoming
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events and then book a court. Obviously, these are going to be in my upper menu as well, so they’re not that important,
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but to fill them in for this uh for the time being is what we’re going to do. Um, so we’ve got our buttons set up. We
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have the option for three buttons in total. If we want just one or two, that’s totally awesome. Um, but just two
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is what I’m going to use for our example today. You’ve got your button um styles
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here. You can make it contained or outlined. You can set a color just like before. I’m going to keep my text white
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and I’m going to set my color to a darker blue. And then here is the biggest part of the hero, your image. So
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when you go to upload an image, it’s going to upload here and you’re going to have the ability to crop it however you
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want to. Once you do, you’re going to click confirm. And by default, there’s going to be a display overlay on image.
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This is because when you’re writing text out on a hero, it can only be white. And it’s important that your members are
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able to see that text. And if there’s no overlay, sometimes depending on the image, it’s going to be a little too
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bright for your members to read that text. So, currently in this case, I’m going to leave the overlay on so that
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members can see what I’ve got written out here. And here is where we get to add what we want to write. And what
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we’re writing here um is our header message here. And then underneath I’ve
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got a subheader as well as an option. Um I’m going to leave that blank. Um but actually let’s go ahead and add it here.
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And we can add a divider just so that you can see what it looks like. So this is our hero we’ve got set up. Once we
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click save, we have the ability to access it here
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and now. But in order to add it to our homepage, we’re going to have to hop back over to homepage and click um on
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onto this screen. So you can see on the left you have available rows and on the right you have your homepage. But in
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order to add it to the homepage, you have to find it over here and click add. So we’ve just added our first row to our
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homepage. If we hop into the member portal, we see that it’s here. We’ve got our little test and divider that we
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added. I’m going to get rid of those, but I just wanted to show you what those look like as an example. So, that is how
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you add a row to your player portal and to your homepage. So, let’s create one
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more row um that is not a hero row, but a content row. So, first I’m going to go and edit this one and get rid of our
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test and save changes. And now we’re going to create another row. So, there’s
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also the ability to add a row right here in the create row section, but I like to do it from the rows section here, just
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cuz that’s how I work. But anyways, we’re going to add a title, and this is going to be row number two. And we’re
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going to do content instead of hero this time. Display type is going to be all. And then for our sake, I’m going to
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change the background color to a darker blue and get started here. So, within
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your content rows, you have the ability to add here. Let’s make it white. Uh, by
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default, you can just start adding text in here. You can add images if you’d like to. Um, let’s see. We can add the
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court reserve image here. We can add text. Obviously, this doesn’t look very clean. Um, but you have the ability to
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make it as clean as you want to. So this can be you can add a title and you can
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center it and move it similar like you similarly to how you would do in like a word document or something like that.
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And then you can update the text by highlighting it and changing the formatting of it here, changing the size
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of it here. Um it’s very versatile. Um and so you can add a title and then
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you can add some other text here. You can center that as well. All of that.
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What we’re going to do for the sake of spicing up my homepage is we’re going to add an image and some text together at
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the same time. And so in order to do that, what I like to do is use um a
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table. So if I click this button, I can create a table. And I can make it as big or as small as I want to. And it’s going
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to give me options for rows and columns based on how I choose to do it. You also
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have the option to uh preset some settings here, but I like to just simplify and use the um the display that
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it first gives you um right here. And so what I’ve chosen to do is add one row
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with two columns. And it might be a little difficult to see. So let’s make our screen darker here. Um and then I’m
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going to add some text. Now, what I am already have what I already have done
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here is some pre-built text that I’ve already written and styled, but you can do the same for yourself. You can just
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add it in here, style it up, organize it however you want to do. And then I can
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add in an image. So, I’m going to find an image that I like, insert it into this cell, and then we’ll be good to go.
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Now, as a bit of a housekeeping thing, tables in general are not uh normally or
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historically meant for styling websites. They’re primarily they were primarily
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made for data entry and um mathy things, but today we’re going to be using them
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for styling purposes. So, just keep that in mind if it gives you any issues. Um, it’s it’s a little finicky, but this is
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what I’m using today to make sure that things look good on my end. So, when I save, if I save right now on my
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homepage, it’s still going to show with these outlined dots right here, this border around the table itself. So, what
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I want to do in order to get rid of that on the player portal is I’m going to go to edit right here. I’m going to go to
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cell and I’m going to change dotted to be none and click okay. I’m going to do
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that for this cell and I’m going to do it for this cell as well. Go to cell dotted to none. Click okay. And then
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we’re going to click save. So that is our first content row. And in order to add it to the homepage, we have to come
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over here from the available rows and add it to our homepage. So I’m going to click add. And now we have our content
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row added. If we go to our player portal, we can see that indeed it has been added right here with our text and
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our image and there’s no border around them. So that is good to go.
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So let’s hop back in here to location two. And just as a note, if
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ever you’re getting rid of um rows within your homepage or other pages, if you click delete, it’s going to give you
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a little warning and saying, “Are you sure?” It’s not actually deleting the row from its source. It’s just deleting
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it off of that page. So, you can safely get rid of rows on this end um without
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actually getting rid of them entirely. So, I’m going to add that back. And I’m actually going to add some other rows
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that I have pre-made so that um my player portal looks good. It’s essentially just a copy of what we did
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just in reverse with some different text and some different images here. Um okie
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dokie. Let me move on to entirely different pages. So,
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we’ve set up a homepage, but if we want to set up an entirely different page for your members to access, we can do so on
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the page builder. So, I’ve already got one made here, but let’s go ahead and
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start from scratch and see what that looks like. So, we can create page, and we can call it whatever we want to. Uh
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to keep it simple, I’m just going to make an uh frequently asked questions page. And once I do, it’s going to be
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set up just like the homepage was with our available rows and our um our title right here. And I’ve already got a
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pre-made row um made for this. And if we want to edit it, just to see it, it’s
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just a row with some text at the top, some text in the middle with frequently asked questions. I’ve styled it with a
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color. Um I’ve changed the text from black to white. Um and then I’ve saved and I’ve added it into my FAQs right
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here. So, we’ve got our page made with our rows. Now, how do we add it to our
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actual homepage? So, right here at the top left, we have copy URL. So, we’ve
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got that copied. I’m going to go back into my settings, go to website, and then I’m going to go to menu. From here,
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I’m going to create a header link, and it’s going to give me the option to add a title. I’m going to say FAQs. Make the
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Ser. And then, we’re going to add that link that we copied. And again, we can choose our display type to be whatever
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we want to. I’m going to keep it as all and click save. Now, we’ve got our link added into our menu. And if ever we want
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to sort the menu, we can do so with this option here and drag and drop uh links to wherever we want them to be. So, this
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is a snapshot of our menu. When we go to our player portal, we see that we have our menu updated up here with our FAQs.
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If we click into it, I’ve got a whole another page that is listed out based on a row that I made uh and included there.
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Now, it’s important to note that if you do have um other pages linked in your
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header, um the pages will be accessible on mobile and sometimes um when you’re
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on mobile, they’re not going to look the same or oftent times they’re not going to look the same as they do on the desktop. And so, um, as an example here,
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uh, this FAQ’s page is going to look a little bit more squished, um, in a
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smaller viewport. And so, obviously, keep that in mind whenever you’re making pages and be very cautious about how
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they look on both mobile and on um, desktop. So, we’ve gone over how to add
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a link into your menu here. But, how do you add a link into the footer here? Let’s go over that now. We’re going to
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hop back into the admin, go to our location, go to settings, we’re going to go to
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website, and we’re going to go to footer links. Now, we still have that link copied. Um, but similarly to how we
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added it to our menu, we’re going to create a link here. We’ll call it FAQs again. We’ll paste the link here. Click
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save. And now we’ve added the link to our footer. And before I do that, I want
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to show you an option on the menu which I think is really cool. If you have sublinks that you want to add to a
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particular link in your menu, you can do so by clicking here on the create a sublink. So you’ve got FAQs, but what if
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you want to be more specific? We’re going to create a sublink here and say, well, question one is going to be listed
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here and I’ve got a different page for that and create another sublink.
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Question two, it’s going to be listed here. I’ve got another page for that. I’m saving that.
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And so, let me show you an example of what that might look like. So, right now, instead of just having the plain
26:11
old link, I’ve got drop downs with links to separate pages if if you so choose to
26:17
make them. Um, and the original link doesn’t work anymore, but the sublinks do. And then at the very bottom, we
26:24
added our extra links here with our FAQs and it will now take us to that page
26:29
from the footer instead of the header. Uh it’s worth noting that anything in
26:34
the menu in the header is going to transfer over to the mobile and any extra links that you add in the footer
26:40
is not going to transfer to mobile. So if you want to keep things just on the desktop, I would suggest adding them
26:45
only in the links in the bottom of the footer and not in your menu. So, let’s
26:51
see. Ah, okay. Cool. One last thing I want to
26:58
cover before I hop over to my original location is your settings within your
27:05
menu. Um, you’ve got navigation right here. Navigation is pretty cool because it allows you to hide or reveal certain
27:13
aspects of your player portal based on certain memberships. And so you’ve got
27:18
all your all my memberships listed out here. And if I want to only show events to my players and not my non-members, I
27:26
can do so here. But another important key is that right here I have the default make a reservation. I can change
27:32
that to be whatever I want to. I can just say reservations or um lessons or
27:37
whatever I want to call it here. That can be updated here and you can save it. But moving right along, I’m going to hop
27:44
back over to my original location and show you something really cool um called event filters. So, within my events
27:52
list, I have several different events. I’ve got classes for adults. I’ve got some open plays. I’ve got some junior
27:58
programs. Um but in order for my members to see this, they’ll go to my member
28:03
portal, click events, go to list, and they’ll see all sorts of different kinds that are all jumbled all together. Uh
28:10
now in order to categorize those, I’ve got them categorized and people will have to manually um click on that
28:16
category to sort it themselves. If you want to pre-sort them and list them for your members, what you can do is you can
28:24
go back to your admin panel, go to your settings, you can go to your website, go
28:30
to event filters, and click create event filter. From here, we can say junior
28:37
programs. We can call it the same thing on the navigation name and we can categorize it
28:44
by junior programs. And so there’s a lot more versatility as far as sorting these
28:50
links. Um but currently I’m just going to keep it simple by sorting by category. Um making sure that it’s
28:56
active and show filter in the event tab on the member portal. Um and click save.
29:01
So, when I’ve done that, right now, when I go to my member portal and hover over links, it’s going to give me the option
29:08
to go straight to junior programs. So, if I click that, it’s going to pull up
29:13
all my junior programs. And as you can see, the category is already pre-checked. Now, I can do that with
29:19
adult clinics, with adult socials, open plays, and so on. But that’s just one example of how you can do that. And
29:25
similarly to adding um pages into your menu, you can do so with event filters
29:31
the same way that you would after you build a custom page. And that can be done right here by copying the link,
29:38
going to your menu, creating a header link, and adding it here. I’m not going to do so right now, but you’re more than
29:45
capable of doing that. Uh, we’re almost out of time here as far as me showing you things, but I want to show you a few
29:51
more things, and that would be announcements. So, go into your settings, and if you have announcements
29:58
that you’re um shouting out to your players, we can add one right here, and create a global announcement. So, let’s
30:05
say there’s free lunch on Tuesday. Um,
30:12
and we’re going to make this active from yesterday till the end of Tuesday. And
30:18
we’re going to make sure that we display for everybody. So, we’re not going to make this um
30:24
too specific. We can mark it as urgent if we want to as well. And then, let’s
30:29
see. Perfect. Um, you can add your text here. Hey, come and get some free lunch.
30:38
And then we can save. And if we’ve done that and we go to our member portal,
30:46
we can see at the very top we have announcements showing at the very top of our homepage. We also have it showing in
30:52
our menu and people can go directly to them here. um as that is an option. In
30:59
order to sort that out a little bit more, we have the option in settings and
31:04
website in the menu or sorry in the homepage here we have announcements added to our
31:11
homepage. If we don’t want it on the homepage itself, but just up in the menu page, we can just delete it from our
31:18
homepage section here and we should be good to go. Um
31:24
cool. I think that’s about all the time I have, unless Ashley wants to give me
31:29
some more. But as you can see, we’ve taken our member portal or player portal
31:35
um from a very blank canvas to a very filledin um homepage just in a few
31:41
minutes um with the uh settings in the website settings and a couple more. Um,
31:46
and this just helps you flesh out your your brand, your logo, and everything
31:52
else for your members, uh, in order to make the experience much more enjoyable. What you think,
31:57
Ashley? Great. This has been so good and so helpful. Um, I do want to bring up a couple things. I know before in customer
32:05
support occasionally we will get tickets where people are creating text in a word
32:11
doc and they’re taking that text and just copying it directly to the website and it breaks Can you kind of explain
32:18
what the what they should be doing. Stop where you are right now. I want to point something out to folks. The reason that
32:24
you see locations is because if you’re an enterprise club, maybe you have multilocations. You can actually have
32:30
different member portals for your different locations. Uh, which is a great thing. Um, I know
32:36
we have several of those and so that makes it really easy. Um, but if you want to go ahead and explain the the HTML and all that, that’d be great.
32:42
100%. So, what Ashley’s talking about is sometimes within rows, if we create them
32:49
here, let’s say I copy some text from um a different place and I add it here.
32:58
Let’s change the color just so that we can see it. Make it hot pink. All right. Um so, if I’m copying it from a
33:05
different location, um like I would with my player portal.
33:11
So, let’s hop in here. I’m going to copy it from right here. As you can see, I’m
33:16
copying it and it already has white text. And so, your system understands
33:22
that when you’re copying something and you’re pasting it over, it’s here, but
33:28
it’s already styled um the way that it is when you first copied it. I’m going to turn it pink just so that we can see
33:34
it. Um, actually, let’s just make our background a little bit darker so we can
33:40
see it. There we go. Okay. So, as you can see, I’ve copied it and it’s keeping its style within rows and within a few
33:47
different other sections of court reserve. We can open up this view HTML screen right here. And you can see
33:53
there’s a lot of coding jargon. And if you know HTML and CSS, um, and even
33:59
JavaScript, sometimes you can see and understand what’s going on here. I highly advise that you don’t mess around
34:06
with this unless you’re super familiar with web development. Um, but essentially when you’re copying over
34:12
things from other websites into rows or even I see it a lot with um event
34:19
descriptions or any other sort of descriptions within court reserve. Sometimes it doesn’t save properly
34:24
because um court reserve only allows for certain formatting and it only allows it because it provides it all here for you.
34:32
You’ve got lists, you’ve got numbers. I see a lot of times um whenever
34:38
folks have issues, it’s because there’s um lists already made um that they’re
34:44
copying from elsewhere and see. Cool. And they find a lot of times that they
34:50
have issues with these little dots showing up. Um it’s just really important that when you are copying
34:55
things over that you have the option right here to clean formatting. If I
35:01
click this, it will automatically get rid of any styles, any colors, any anything that’s on the text itself. And
35:08
then I can go in and I can format it from there. So, if you’re copying it from a different website, I would make
35:14
sure that you’re highlighting everything. Um, and then you’re clearing the formatting and then you format it
35:20
using court reserves tools that are built in. That is a great answer. I know uh it
35:26
drives people nuts sometimes, but it does help to start with a clean slate. So, okay. So, let’s start going. We have
35:33
some great questions. Um so, Michelle, her question is, let’s see. By having the league button
35:38
on our portal, it’s misleading because our leagues are on Swish. Is there a way to connect leagues with Swiss events?
35:44
When the members click on leagues, there isn’t anything there. Michelle, let me see. So, what what do you think, Dylan?
35:51
I mean, I would probably change your button cuz right now there’s no way. I mean, you could actually change the
35:58
league button and connect your players to learn what Swish is, but not
36:04
definitely the Swiss like, you know, push to switch event. Sure. Sure. So, Michelle, I think the
36:10
best option for you here would be under portal settings. If we go to website, like we said before, we’ve got the
36:16
option for navigation. I think I could be wrong. Here we go. hide my leagues.
36:22
So, you’ve got hide leagues list as well. Um, if I’m So, let’s open my member portal and make sure that they’re
36:29
showing first. Okay, I’ve got leagues showing here. If I go back to my admin panel and I’ve hidden my leagues, I save
36:37
this. It should hide leagues from the menu here. And now
36:43
what I can do is I can create an event filter, which we went over before. And if I’ve got my events um categorized as
36:51
like league event or Swiss event or something like that, I can add that back into my menu here and direct my players
36:59
straight to those particular events just like I’ve directed them to junior programs. I can categorize them and link
37:06
them that way instead of linking them to default links with or default leagues
37:12
within your court reserve. Does that does that make sense, Ashley? Love that. Yeah, that’s really good. That’s something I hadn’t thought of.
37:18
So, that’s good. Okay, Joe says, “What are the limitations on image sizes?”
37:23
Good question. I don’t um think there are any limitations per se, but I’ve
37:29
definitely seen time and time again where images are just massive. Um, and
37:34
when that’s the case, it just takes time for a court reserve to load it. So, my suggestion is to keep things fairly
37:42
small. um within a row. Let’s create a row here. I can pull in an image. And
37:49
this is a fairly large image. It’s my image for my hero row. But if this is like five
37:56
times bigger um than it is right now, it’s going to take the system a very long time to load in. Um I think if it
38:05
is uploaded to the homepage, it will load in and it will size appropriately.
38:10
Um, but that’s not always the case for mobile um, because of the behind the-scenes work going on in the code.
38:18
Yeah. Is there like a best size for the main hero image? Best size for main hero image. Actually,
38:25
when it comes to the hero, um, you kind of just have to play around with it. Um,
38:30
because it allows you to crop things, it makes it pretty easy. Um, it’s not going to there’s a certain ratio that it
38:37
follows right here. um aspect ratio is kind of set to 9631.
38:42
Um and so that’s the ratio that I would follow when you’re making your hero row
38:47
and you’re adding your image in there. That’s great. All right, let’s see. Will the point of
38:53
sale be added to the mobile app? Uh not at this time because the point of sale is really an admin function and I don’t
38:59
think we have any current plans to add that to the mobile app at this time. Um Robert wants to know, will this
39:04
presentation be sent to us? So, Robert, uh, we’re going to put this up on the Court Reserve YouTube channel. If you’ll
39:10
give us today to get that up there, then you can actually, uh, review this as much as you’d like, stop and go. Um, but
39:18
for sure, and I don’t know, Robert, where you are um, with court reserve, but definitely if you’re still in the
39:23
onboarding phase, your onboarding specialist can help you uh, with this as well. Or I don’t know, Dylan, do you do
39:28
nights and weekends? Maybe. Well, I will say this. If ever you need
39:34
to, you can always hop in the chat with live support right here or you can email us at supportc court reserve and start a
39:40
conversation and we’ll we’ll help you out as best we can there. Yeah, that’s great. All right, let’s see. Um Oh, you’re getting some props.
39:48
Thank you so much, Dylan. You did great in spite of being a first- timer. Awesome. Yeah.
39:53
All right, let’s see. Andrew says, “Does shift controlV also paste unformatted
39:59
like in Word?” unforatted. Okay. Shift control +V. That’s a great
40:05
question. V. Yeah, I haven’t played with that one. I’m going to copy my text here. I’m
40:11
going to do shift controlV. Aha. Who said that? Robert,
40:18
I think so. Yeah. Okay. Robert, you are a genius. You know more than me a little bit here. Um, so
40:23
yes, it absolutely does work. So, if you do control shiftv, it will get rid of the formatting from uh your previous
40:31
copy. So, that’s a really good insight, Robert. Yeah, that’s great. All right. Um, I can’t pronounce his first name, but uh
40:37
Mr. Robapati, I believe that’s a male. Uh, he says, “How can we customize the
40:42
menu items?” How can you customize menu items? That’s a great question. Um, so a lot of the
40:49
menu you are not able to customize. You are able to either show or not show
40:54
certain things based on the navigation. Um, and then as far as allowing your members to see or not see the option to
41:02
reserve, that’s going to be based on the option here under booking settings,
41:07
general, if I’m allowing my members to book online or not. So, I’m allowing mine to book online so they can see it.
41:14
But as far as customizing the menu, um, like we said earlier, we can add
41:20
specific links and custom links that we want to by creating header links here. And previously in the webinar, we went
41:27
over creating different pages and linking to different things, but that’s as about as custom as you’re going to be
41:32
able to get is by adding your own links here. And particular things within court reserve can be renamed like events can
41:40
be renamed and um Yeah. Can you show us where you would uh
41:45
rename events? Sure. So in settings, I believe it’s in general. Might be in portal settings. I
41:54
think it is in general. I think it’s down there somewhere at the bottom. Yep. Alternate name for event. So if we want
41:59
to, we can say clinic and click save. And throughout my whole organization now
42:06
instead of events, you’re going to see clinics. And so now I’ve got clinics right here
42:12
showing instead of events. And always make sure if you do change events uh that you do it as a singular
42:17
word because we automatically put an s on it. Um, so if you change it to program, don’t do programs or it’ll be
42:24
program z. Yeah, it’s good to keep it singular. Uh, Mr. Robapati said, “The best size
42:31
for heroes seems to be 1980 by 620.” All right, that’s a good Yep, we’ll do
42:37
that. And our last question that we have right now, uh, are you able to show us some good samples of good designs of the
42:44
homepage? That is a great question. Actually, we
42:51
used to have a list of some public facilities that we really love their homepages for sure, but I’m not sure where that lives
42:58
anymore. Let me see. I know someone sent me some um a while back. I’m not sure if we have
43:05
their permission or not though to share them. Yeah, I think I I’d be careful doing
43:11
that as well. USATA National Campus, Alex, uses court reserve in Orlando,
43:16
Florida. Um, and their web page looks really good. So, if you actually Google
43:21
USA um, national campus and go to like book courts, it’ll pull up to be court reserve or here we go. We can actually
43:28
look at it right here. Do the national campus. The third one. The third one. Yep. Um, their homepage. I really like
43:34
their homepage. It’s really clean. Oh, you got to complete your you got to sign waiver. Be able to sign it.
43:41
But Alex, you could you could look up both national uh USA national campus in Orlando and Billy Jean King in New York
43:47
and look at their uh pages um and and be able to see that. Oh, there it is. Here we go. It’s just a simple clean page. The
43:54
pictures are clean. Um you know, two buttons and and all your header links at the top.
43:59
Basic information. They’ve got a black and white logo and they’re keeping that theme throughout their whole homepage, which is pretty
44:05
cool. They’ve got black buttons, black text, everything like that. Looks good. Um that one looks good. So, all right.
44:11
Let’s see if we have any more. I think Well, this has been fantastic. Oh, Alex, nice
44:18
to meet you, too. Yeah, we did meet in Fort Lauderdale. Um, well, again, if you
44:23
have any additional questions, pre please, please reach out to our live chat support. And thank you, Dylan. You rocked your first court reserve webinar.
44:30
Kudos and hand claps all around. And, uh, this will be on the court reserve YouTube channel uh, by tomorrow at
44:36
least. And, uh, thanks for joining us today. Have a great day everyone. Take care everybody.

0:03
Hi everybody. Welcome to the webinar today. We’re excited you’re here. We’re going to get started in about uh 3 or 4
0:09
minutes. So hang with us.
2:05
Hi everybody. Welcome. We’re going to get started here in about two minutes.
2:56
Hi everybody. Thanks for being here. We’re going to start in about one minute.
3:35
All right, everybody. Thank you for jumping on today. We’re excited you’re here. Thanks for taking time out of your
3:40
busy schedules to be with us. My name is McKay Allen. I’m the CEO of Patch. We have uh Tim uh Owens from Court Reserve
3:47
who’s in the background as well. And uh we’re so pumped to be with you today to talk specifically about how four clubs
3:53
are using this patch court reserve integration to drive more revenue. So we are going to really dive into use cases.
4:00
We’re going to share examples of emails and text campaigns they’re using. It’s going to be awesome. So we’re excited to
4:08
uh to do this with you today. Uh two quick housekeeping items before we get started. First and foremost, uh we want
4:15
you to know this webinar is being recorded so you can share it with people at your at your club, at your business,
4:20
colleagues, whatever. And then the second thing is we do want this to be interactive. So if you go to the little question area or the chat area, um leave
4:28
us a message there and we’ll address those as we go and then we’ll pause at the end as well. The other item is we
4:34
don’t want this to be an hour, hour and a half webinar. I’ve been on a lot of those and they can be they can be uh
4:40
lengthy. So, we’re going to try to keep this relatively short and be out of here in 35 to 45 minutes. So, um with that,
4:47
thank you for being here again and and we’re excited for it. We’ve um uh there I think there’s uh about a hundred clubs
4:54
that are registered for this event. So, we’re excited to excited to talk to you all today. Um all right, first thing is
5:00
about patch. Um what do we do? Essentially, uh, we’re a platform that
5:05
allows you to turn your one-time players into longtime members to keep those members to upgrade members. And clubs
5:12
use us for texting, email, and customer retention. Uh, you’ll see that more in depth in a moment, but that’s kind of
5:18
the the background, right? Texting, email, and customer retention automations. How does the court reserve
5:24
and patch integration work? Well, basically, it automatically automatically syncs your court reserve
5:30
data to patch. So everything from contact fields to order finished events.
5:36
So check-in status, did they show up? Are they a member? Are they on a trial period? Um even your pickle ball
5:42
ratings. And then what’s next? We’ll talk about this at the end end a little bit as well, but just advanced check-in
5:48
data, more specific detail about what exactly they’re attending, what they’re checking in for, which I think is really
5:55
important. We’ll cover a lot of these automations. So how are people using the integration? So, they’re sending out
6:01
texts and emails when a membership expiration’s coming up or if they visited for the first time a campaign
6:07
that is sent to them to try to get them to come back and or become a member. Birthday campaigns are really popular.
6:14
We’ll talk about all of these in detail. And then some common questions we get.
6:19
So, I just want to hit these right off the top. Do my players interact with patch at all? No. So, your players do
6:25
not know we exist. There’s not an app they download. There’s nothing like that. We’re not interested in in
6:30
scheduling courts for your players. They would simply you would simply use patch as the tool through which you email and
6:38
text your players. How long does it take to get going? Usually we’ll do some demo
6:43
calls with you. Make sure it’s a great fit. After you sign up, if you want to be a customer, there’s usually a few
6:48
onboarding calls. Um my onboarding team won’t love that I say this, but it’s essentially unlimited for the first uh
6:54
60 days or so. Um, so the goal is to graduate you from that where you know how to use the product really well. And
7:01
then of course we have ongoing customer support and then um do you need to use
7:06
patch for it to work? Yes. So patch is just a tool. We’re not an agency that’s going to come in and build all the
7:12
campaigns for you. Um but you can just set up these automations one time and
7:17
let them let them go. So that’s important. All right. Um, as I said,
7:23
patch email, texting, reviews, journeys, um, basic texting, onetoone texting,
7:28
blast texting, emails, all of that stuff is within the PL patch uh, system. Okay,
7:35
I want to dive in and talk about these examples. Um, we’re going to dive very specifically into some clubs who are
7:40
using patch and using the integration with court reserve and talk about how they’re using it with specific examples
7:47
and with data. and we got permission to use these examples. Um, and we’re very
7:52
very grateful for the clubs that gave us us permission to use the examples. Um, first is Dildinkers in Colombia. Um,
7:59
this is a quote from Ally over at Dill Dinkers. So, she says, “I sent out a text blast about a gift card sale we were running. We sold $8,000 in gift
8:06
cards in a week. I feel like a patch nerd. It is so fun.” I love that. Um,
8:11
the automation is very powerful. You guys are seriously awesome. I also love the liberal use of exclamation points in
8:18
this uh in this quote by Ally. It’s a great job. All right, so how do they use
8:23
Patch? First is they use us they have a kiosk at the front desk um for guests to
8:29
drive check-ins so they can get additional texting optins and they know
8:34
for sure when people show up and that’s really important. They’re also using it for onetoone texting. So, you’re going
8:42
to if if you’re a patch customer, we can help you make your phone number a textable number. So, you can send and
8:48
receive phone numbers or text messages rather through that phone number. They look and behave like any normal text
8:55
message would. They’re not like a short code or a long code. Um, but people can
9:00
text in and ask about hours, um, leagues, tournaments. Um, you do that,
9:07
you put it on your website and you will instantly see an impact and then you can reply to those. You can see here an
9:13
ongoing conversation between a player and the uh location and how it’s just
9:21
back and forth, very simple. It shows up as a text on their phone and that’s a great way to keep your customers, your
9:26
players engaged. All right, this is a chart um that I
9:32
wanted to show conversions by marketing channel. So, let me kind of orient you to what you’re seeing here. Um, what
9:38
you’re seeing is the blue bars are um conversions,
9:43
meaning essentially uh players that were impacted by a campaign. Those are blue
9:49
uh which indicates email blasts. And then the red little ones that you see at the top are ongoing automations. So,
9:57
this is the impact in real dollars of email campaigns and the ongoing
10:03
automations. So you’re going to notice that whenever an email is sent, you see a typical bell curve, right? Where the
10:08
effectiveness is really high for the first two or three days as people are opening that. Then it starts to die out.
10:14
And for the red bar at the top, you see that just kind of continues every day.
10:21
There are ongoing automations that every day produces revenue for this location.
10:28
Um and that is very standard and typical result that we see is a lot of revenue,
10:35
a lot of conversions are driven um very quickly after an email is sent and then
10:41
ongoing um there are uh uh on there’s ongoing revenue from the automations.
10:50
All right, I want to talk about the email campaigns because they’re doing an awesome job with email blasts. So, email
10:57
campaigns are a very simple way to message multiple customers at once. So,
11:03
this specific location is sending weekly emails um to segments of their list, often
11:09
their entire list, but they’re sending at least one email a week. They’re
11:15
sending a few text message blasts. And you can see here that their open rates
11:20
which are on the right hand column there are excellent which means their list is really good.
11:26
It’s clean and the content that they’re producing is compelling. People want to
11:31
read about what they’re sending and they’re used to getting content from them. This could take time to develop an
11:37
open rate at this at this level because if you just start from scratch, people
11:43
aren’t used to seeing something from you. It’s going to take time for to to condition them that you’re going to
11:48
email them every week with what’s going on at your club. And you’re going to see what the emails look like here in a the
11:54
next couple slides. They’re very simple. They’re easy to navigate and they’re short. And that uh is a great simple
12:03
solution to engaging with your uh with your players. They don’t need to be
12:09
incredibly complex. They can be simple and short and uh and easy to write.
12:15
I want to talk about some of the campaigns they’re running as well. So, as I mentioned, you see here the email
12:21
blast and text blast they’re sending, but I’ve also mentioned the automations that they’re sending. So, I want to
12:26
highlight a few of those automations. Um, these are the three that three or four I think that were the most commonly
12:33
used within uh this location. So, the first is after three check-ins,
12:39
so after someone has been there three times, they send either a text or an email, not
12:46
both, to the folks who’ve checked in three times, asking them for a Google review.
12:53
This is a fantastic way that a lot of our clubs uh use to easily generate more
13:01
Google reviews. We have clubs that have literally tripled their Google reviews in the first 60 or 90 days using the
13:06
platform. And in this competitive space with more clubs opening all the time, that’s really, really important. So,
13:14
they’re getting these in an automated way. They’re not asking it for asking people to fill it out as they leave.
13:19
They’re not manually sending texts to people asking for a Google review after. It’s happening automatically two hours
13:26
after their third check-in. So you can see here the purple box um run after
13:32
three check-ins. It delays two hours and then sends either the email or the text asking for the review.
13:39
This is a member last time check-in. So essentially this campaign the idea here
13:45
is um you see these three filter blocks in orange. So look at the three orange
13:51
blocks. Every single day, Patch is looking through their database and saying,
13:57
“Okay, who are members whose last check-in was 30 days ago, 60 days ago,
14:03
or 90 days ago.” And then it’s sending an email, waiting 4 days, sending a
14:09
text. So, the goal with this campaign is to try to re-engage people, members
14:16
specifically, who have not shown up in either 30, 60, or 90 days.
14:24
And you can see here, like this looks a little complex, but I think you can also see like once the logic’s built and you
14:31
just let this run, the impact that this has on a business. Imagine being able to
14:37
every single day automatically email people at your club
14:43
or text people at your club, members who have not been in 30 days, 60 days, 90 days, and remind them to come back.
14:50
Remind them of the bene benefits they’re getting by being a member and uh get them back to to playing pickle ball and
14:56
bringing guests to do that. By the way, this is another common one. Um it’s a
15:02
birthday campaign and this one’s so simple. I love it. It is sent to people,
15:07
anybody in their database on their birthday.
15:12
So, every single day, it looks through the database and says, “Whose birthday is it today?” and then sends an email.
15:20
What do they send? They send this awesome email with a cat with a bow. And
15:25
this is an incredibly effective campaign. So, this has generated about $15,000 in revenue for the business. um
15:33
which is incredibly powerful for something this simple. So again, these emails are, as you can see, like very
15:41
simple. Three paragraphs, basically, one image, probably took 8 to 10 minutes to
15:46
create. That’s awesome. It doesn’t need to be complicated. It can be very, very simple and you’re going to see an
15:52
impact. So amazing job by the by the team um at Linkers in creating this.
15:59
This is a similar campaign but with a different filter. So this is for a birthday in 30 days. So 30 days before
16:07
someone’s birthday, they will send an email. And this again is the email. Um
16:13
offers them the ability to come in. They have a member discount if they want to have a party at the club.
16:20
Awesome. another great example of a very simple campaign that is um very very
16:28
powerful for the business. So you can see here there’s campaigns that are more complex and then there’s very simple
16:33
campaigns. So let me just pause there before I jump into the next example and see if anybody
16:39
had questions on the first example.
16:45
Yeah, there’s a couple of of um thoughts here as we move into the second second
16:51
example. I showed you the first example that had really simple emails and very simple campaigns along with a few more
16:58
sophisticated ones, but they’re really good at consistently sending email blasts as well as having campaigns
17:05
running in the background all the time. And I want to stress, it’s not an eitheror proposition. You don’t need to
17:10
either have campaigns running or send email or text blast. You can do both at
17:16
the same time. All right. Second example is a pickle rage location in West Bloomfield.
17:23
Um quote from Marian. Um I love patch. I’m a big believer. I was amazed once we turned on the automations of what took
17:29
place in just 7 days. I threw up my papers and was like, I’m just going to go eat lunch for the day. I’m done. I have nothing else I need to do. This was
17:35
great. Christina, who’s the GM of another one of their locations, is a huge fan. She was like, “I told you I needed patch and you wouldn’t let me
17:41
have it at another location. It’s been great. We’re thrilled. It’s living up to what we thought.” Which I love. That’s
17:46
awesome. So, let’s dive into how they’re using it. So, you see another similar
17:51
view of how the conversions are tracking. So, um, blue is email
17:58
campaigns. You see upticks when an email goes out, and then you see consistent red, which means the automations are
18:04
going on every single day, all the time. They’re set up once. Email and SMS campaigns are going
18:12
amazing. Um, this location is sending email campaigns weekly. They’re sending
18:17
some SMS blasts and the open rates are fantastic for these campaigns, which means again the
18:25
list is good and the content is compelling. And then I added over here the revenue generated by each email. And
18:32
we always get questions around, well, how do you calculate this? I’m going to be honest with you, it’s not perfect.
18:37
There’s no revenue attribution model that is perfect. Um, but basically what we’re doing is we’re saying, hey, if
18:43
someone interacted with a text or an email, meaning they open it, they read it, they click on it, and then within 3
18:50
days they spend money at your club, we’re counting that as part of the revenue. Is it perfect? No, it’s not
18:57
perfect. But it’s it’s a pretty conservative approach to how we’re thinking about uh revenue here.
19:06
Um, okay. So, their blast. What are some examples of the blast they’re sending? Now, I want to highlight
19:12
sort of the two styles of emails we’ve seen and also highlight there’s no right or wrong to how these are built.
19:19
They are building very complex emails that are long that have a lot of
19:25
links and images. So, and they’re still getting great open rates. So, these
19:31
probably take longer to build than the ones in the previous example that you saw, but they’re also getting great open
19:37
rates and they’re getting great click-through rates. So, there’s no oneizefits-all. You do what is best for
19:43
your business, the time you have, the resources you have. Not every ne email needs to be perfectly designed, but
19:50
these also do a great job like really really and it shows kind of the design capabilities too that you can have
19:55
within uh patch if you want to to really design your emails effectively.
20:02
Okay, let’s talk about some of their campaigns. Inactive player re-engagement.
20:07
So, these are campaigns that are are sent
20:12
when a player has not played in 30 days at the top, 60 days, or 90 days. You
20:19
notice it’s a little bit different. These are not just for members. These are for any players who have not been in
20:26
30, 60, or 90 days. They send an email, then delay four days, and send a text.
20:32
Send an email, delay four days, send a text. Send an email, delay four days,
20:37
send a text. This is a very effective campaign. You can see examples of the emails that are sent
20:44
and the texts that are sent. This is the first texting example we’ve shown. The reason people will defer to texts
20:52
often is because a they’re much easier to write. They’re much shorter, obviously.
20:58
That’s the nature of texting. But then also the open rates are much higher.
21:04
So, for example, with email, like if you write a really good email, you can get a 25 to 45% open rate. That’s incredibly
21:12
good. With text, you’re going to get a 98% open rate. It’s it’s unbelievably
21:18
effective. So, a lot of businesses will will defer to texting over email, but
21:24
most will actually say, “We want to have both in our campaigns,” which is great.
21:31
A new player welcome. So the trigger for this is a waiver being signed. You can see in the purple box.
21:38
Then 2 minutes an email goes out. 7 days a text goes out. And you can see what
21:43
the text says here.
21:51
Now this one is awesome. A non-member conversion campaign. So, the idea is to whenever someone um
22:02
shows up at the club as a guest, they’re put in this campaign where they’re they
22:07
receive text messages and emails until they become a member. Now, you
22:13
notice up here at the top, the contact is updated when they become a member and they are ejected from the campaign. So,
22:21
if someone becomes a member at any point during the campaign, they’re removed from the campaign and they don’t
22:26
continue to receive emails or text messages about this campaign. Um, so
22:32
this is the idea here is if someone um is a guest player, they receive this
22:38
campaign which consists of um let’s see a text message and two emails
22:44
and then if they become a member, they’re removed from the campaign. Awesome.
22:52
Example three. This is Pace Pickle Ball Club. So, I’ve shown a couple of like
22:57
awesome franchise groups. And so, you might be saying, “Man, we don’t have the resources they have.” Um, the next two
23:04
I’m going to show are are single location clubs that um you can easily
23:11
easily um replicate what they’re doing. Um so conversions by marketing channel
23:16
the automations are in red and they are producing for them at a
23:22
high level every single day. So again they are focused really on the um the
23:31
automations instead of the email or SMS blasts. So they’re setting up the automations and letting them work which
23:37
I love. They’re also using onetoone texting. You can see the conversation here.
23:45
And you can see the emails are textbased. They’re very simple. Contact is created. An email is sent. Awesome.
23:54
Very simple. That’s great. Couple of very simple links. A header at the top that they simply uploaded their logo to
24:00
create. Awesome. Very simple. A welcome email to try to get them to to come back to try
24:07
to get them to become a member. A recapture campaign. So, this is a
24:13
variation of those folks who have not played in a while. Their variation is 45
24:20
days, 90 days, and 120 days. And then they receive an email for each one. Super powerful.
24:26
I love this one. It’s a more complicated one. So, I’ll walk you through it. It’s a follow-up for a specific class. So,
24:34
every Saturday at 12:05, it goes to a specific group of people. Ask them if they enjoyed the class via text. um and
24:42
then ask them eventually one day later to leave a Google review. So it’s it’s the the idea is to get them
24:50
to leave feedback about the class, possibly the instructor, and to get them
24:55
to sign up for additional classes, lessons, membership, etc.
25:01
I love this one. This one’s a really unique one, very cool. And the fourth example I’ll keep a
25:06
little more anonymous. It’s a club out west here in Montana. Um, I like this one because they’re using SMS blasts a
25:12
lot. The reason that they’re using SMS blasts a lot is because they’re easier to write than email blasts. So, they’re
25:20
much simpler, they’re shorter, they’re easier, and it works.
25:26
So, SMS blasts are sent to a segment of the list. You can see here how frequently they’re doing it. And this is
25:34
uh why people send text messages, this 98% number. An average of 98% of people
25:39
read texts within three minutes, which is incredible.
25:45
And if people reply to those, we get this question a lot. If people reply to text blasts, those replies go back into
25:51
the onetoone thread. So if someone replies to a text, because
25:56
they don’t know they’re in a text with a thousand other people, 1500 people, 6,000 other people, whatever the number
26:02
is, they can reply to that and start a onetoone conversation.
26:07
Very simple campaigns again. Contact is created. This is a new player welcome campaign. An email is sent. 7 days later
26:15
a text message is sent. This is one I love because they
26:22
basically got settings built in here that allows our system to tell them when
26:27
a customer is at risk and when a player is already lost. and they have built
26:33
campaigns into their system to target people who are at risk or who
26:40
are already lost and try to get them to come back. So each of these is a separate email, separate text
26:47
that those folks receive. And then a non-member, a new non-member
26:52
check-in, so they are there for the first time as a guest or just for uh open play.
26:59
They receive a text message, one day later an email. 7 days after that, an email. So, they have a very, very simple
27:07
campaign built to try to get them to come back, to try to get them to engage
27:13
once they have shown up to play. Okay.
27:19
Um, so, type your questions into the top there. We’d love to take them. You’ve
27:25
seen, I think, a few really good examples of email campaigns,
27:32
text campaigns, and automation journeys that any club can do. A lot of those
27:38
things are pre-built when you sign up for patch. And because of the awesome integration we have with Court Reserve,
27:44
that data flows in. We’re able to tell when people checked in. We’re able to tell um when they have not been in 30
27:52
days, 60 days, 90 days. were able to tell if they’re a member and you can build campaigns that focus on each of
27:57
those aspects, which I think is really powerful. And then the other thing I just wanted to
28:02
highlight here, and Tim can speak to this as well, is we’ve been asked a lot for more specific data, kind of like a
28:10
phase two of the integration, right? Like more not just that they checked in, but what did they check in for, Tim?
28:16
That’s probably the number one thing, number one or two thing that we’ve been asked about with the integration. Would
28:21
you say that’s fair? Yeah. Uh, thank you. This is awesome. And before I jump into that, I just want
28:27
to address the audience. You can hear me. Okay. Correct. We got you. Okay. Um, first off, I just want to
28:34
shout out uh Patch uh this integration. You know, we take integration partners very seriously and it’s just been a
28:42
delight to work with Patch and the team. And not only that, it’s just the value
28:47
that this integration creates for clubs. It’s just um for those that don’t know
28:54
um me and Ashley also own a club, a pickle ball club here in St. Augustine and we run patch at our club and it’s
29:02
all about value and and if I was to say I wrote down and jotted down some just four value points and if it’s okay I’d
29:09
like to share those. Okay. Um, yeah. Um, four things stood out to me
29:14
when I sort of when I sort of look at patch and the integration with court reserve. Um, one is just the insights
29:21
you get around members. So, it’s really nice to be able to to see at a glance
29:26
who your champions are, uh, who your loyal customers are, but it’s also a
29:32
great way to create strong member loyalty because just like we look and we
29:38
take churn very seriously, you know, and I tell this to the team all the time and to clubs, it’s not just about the new
29:45
members, but it’s about retaining your current members. So being able to
29:50
identify those quickly that may be at risk to churn to leave your club and go
29:56
somewhere else. Patch gives you the insights you need to prevent that. And
30:02
just the automated growth engine, the automated growth engine that these customer journeys with patch let you sit
30:09
down and create. Yes, as he as you saw on there, it takes some time to create
30:14
the journeys to tweak them to get them right. But once you do, you can go to lunch as that one quote said. You can go
30:22
pay attention to other parts of your business. You can nurture, re-engage, and upsell members automatically. And
30:27
Patch does that great. And finally, it’s just communication. We’ve saw with our front desk, just the the back and forth
30:33
text. We’ve saved people from going and going somewhere else. we’ve given information about a specific clinic or
30:39
about a pickleball 101 class and was just able to have a text conversation with those people and the front desk is
30:45
like wow we are actually able to communicate people very quickly and very effectively so I just wanted to
30:51
highlight those value points and then as he mentioned it’s all about the future
30:56
value what are we doing yes this is an amazing integration but we are not going
31:02
to be complacent as you know with court reserve we’re always innovating and we always want to make things better, make
31:08
things more powerful. So, what we’re going to do in the next coming weeks is
31:14
we are going to take the check-in event that McKay is talking about and we’re going to add some things to it. One of
31:20
the things we’re going to add is the activity type so that you will know the difference when somebody comes in and
31:26
checks in. Were they there for an event? Were they there for a reservation? Were they there for a lesson? Were they there
31:32
for a league? So then you can build campaigns specifically around that type of event. And not only that, we’re going
31:38
to give you the name of the event. Were they booking singles or doubles? Were they booking a pickle ball 101 class
31:45
compared to more of an advanced clinic? So you can build campaigns and reachouts specific specifically for the type of
31:52
event that they’re booking or they’re registering for. Second, we’re going to add activity start times and end times.
32:00
And this is really good for timebased automations. So an example of this would be like sending a thank you note right
32:06
after a lesson like or good good luck tonight right before a league match
32:11
because if we know the specific event they’re signing up for you know the time they’re coming. Now you can build
32:17
timebased automations. Uh thirdly we’re going to give you more information around the check-ins for courts and
32:23
instructors. And I’ve really been really excited about instructors because you
32:28
can do a lot of things. If you know somebody came and took a lesson with an instructor, you could send out a survey to see how valuable that lesson was with
32:36
that particular pro. Or you could say, “Here’s a 20% promo code for your next session with Sarah or Jim.” Um, and
32:44
finally, uh, we want to really put in some more valuable cost data so that you can sort of distinguish between free and
32:51
paid attendance. um and offer and upsell customers to offer them a discount to
32:58
free trial attendees or a free beginner class. So, those are just some of the things, McKay, that that we’re adding.
33:04
And one thing on specifically for the court reserve side is promo codes. So,
33:10
we’ve been hearing it from the rooftop around, hey, it would really make the integration more powerful if we had the
33:17
ability to set up promo codes in court reserve and then utilize and send out those promo codes in these campaigns.
33:24
So, that’s a that’s a feature that’s actually in development right now with a scheduled fall release. So, super
33:30
excited about what we’re building, super excited to work with patch and uh I hope you guys see the value in this
33:36
integration. Love it. That’s awesome. Um Tim, thanks for that. That was great and it was a
33:41
great look forward to. Yeah, it’s it’s so fun to work with Tim and Ashley and their team.
33:47
A, they’re awesome people, so they’re fun to hang out with. And B, their team just gets stuff done. And there
33:54
sometimes you get in you, as you guys know, there’s a lot of people who who
33:59
say things, there’s very few that do things and and they do a great job of getting things done. So, uh, that’s
34:05
awesome. So, let’s do this. Tim, why don’t we run through a few of the questions that are coming in? and um and
34:11
uh hit on those and then we’ll let everybody get back to their uh lovely Tuesday. Um
34:17
okay, so Dorothy asks, “Where do we find the conversions by marketing chart that you have been showing?” So I want to
34:23
like show that and then I’ll kind of explain where it is in the system. It’s this chart conversions by channel. So,
34:29
if you’re a patch customer, you go to dashboards on the left hand side of your screen if you’re a patch customer. And
34:36
the second dashboard that you see kind of open up in the hamburger menu is called marketing. So, dashboard
34:44
marketing. That’s where you’re going to find it. And it’s going to show data for your business. Um, now to be to be super
34:50
clear, you have to have built something in order for that to show, right? If you haven’t sent out a text or an email or
34:58
um built any automations, it’s not going to show any data, right? So, we’ve got
35:03
to make sure that you’re sending emails and texts. Hopefully, that makes sense.
35:08
Um let’s see, one more question around one:1 texting. Yeah, so let me review
35:14
that again. Um the idea is this.
35:19
When you sign up with patch, we can make your current number a textable line. So
35:24
basically, businesses can text businesses, you’re the business, your customers can text you directly and you
35:30
can text them and it doesn’t show up as like a weird short code or or anything like that. It’s a normal phone number
35:36
and they just receive it like they would a text from their mom or their brother or whatever. And it shows up on their
35:42
phone so you can text them. So they will text in and ask questions. You can text back. You can also even put a little a
35:48
little bug on your website, a little widget on your website that um that
35:53
allows you to receive inbound messages really easily. So, uh it’s a really
35:58
powerful and very simple tool. Um
36:04
Tracy asks, let’s see.
36:14
She says, “When you’re talking about guests or waiver sign, is that a waiver for non-account holders?” So, it’s any waiver that is signed um um within court
36:22
reserve and and Tim most clubs will would you say it’s what percentage of clubs are requiring a waiver when they
36:28
when when a when a player shows up? Tim, what would you say that number is? Any idea? Yeah, it’s very interesting question and
36:34
a good question. Um, if I don’t have the statistics in front of me, it’s much more, it’s interesting because it’s much
36:41
more predominant in the pickle ball club market than the tennis market, but um, you know, internally for those
36:48
using our waiver services, I would say about 70% are requiring a liability
36:54
waiver of some sort. Cool. And if you’re not using court reserve, the their system for this,
37:01
their their solution for this is really simple and really really easy to use. So I would strongly recommend that. Love
37:09
it. Um Tracy asked, “Does patch catch up on lost customers when you first start?”
37:16
Um give me a little more detail on that one, Tracy. I’m trying to So, so we can
37:22
patch will be able to tell you which customers are already lost if that’s what you’re asking. So, yeah, we can do
37:28
that. We can tell you which customers are already lost and you can build campaigns for them. Um, if that’s if
37:35
that’s what you’re after. Awesome. The other thing I would say here is that there are
37:42
when we talk to clubs um and we’ve got a about 200 clubs using this integration
37:47
right now and what we’re finding is um when they sign up with patch they
37:54
might be using an email marketing solution let’s say like a Mailchimp or something like that that they’re paying
37:59
a couple hundred a month for. They might be using a one-to-one texting solution
38:05
that they’re paying a couple hundred bucks a month, maybe 300 bucks a month for. And then they’re probably not doing
38:10
text blasts or automations. So kind of the four pillars of what we do, right?
38:15
Email, onetoone texting, text blasts, and automations. They’re probably paying for two of those four and not doing the
38:22
other two. So when we come in and we say hey you can do all four of those things in the same tool and we are deeply
38:31
integrated with the system that you use for everything which is court reserve it becomes a no-brainer for a lot of these
38:38
uh clubs. So um awesome great questions everybody and um thanks for your time
38:45
and for jumping on today. We know you’re busy so we value your time. We want to get you back to your day. And Tim, thank
38:51
you again for jumping on and and for for saying those kind words. Everybody, if
38:56
you have questions, you can email me directly um at mccay at patch retention or Tim at Tim at Court Reserve. We’d
39:02
love to talk to you and uh we’re grateful for all you guys do for the sport and for the industry and we’re excited to keep working with you. So
39:08
Tim, any final thoughts before we before we close up here? No, I I think this was fantastic. Again,
39:14
I just want to mention the fact that if you have not explored this integration, I highly
39:20
encourage you to do. It’s just interesting to see how clubs are embracing it, how we get clubs every day
39:27
asking about it, jumping on it, and immediately see an ROI. Um, and so, yeah, I I again, this is probably going
39:34
to end up being one of our most popular and most powerful integrations. And so, I’m so glad I found the team at Patch
39:40
and McKay and we got this working. And the best is yet to come. Awesome. Love it. Thank you so much,
39:47
guys. Appreciate it. Have a great day.